Customer Service & Support Executive (Training Inclusive)

Job Description

Job Title: Customer Service & Support Executive (Training Inclusive)
Location: Port Harcourt | Abuja
Employment Type: Full-Time
Salary: Competitive

Job Summary
The Customer Service & Support Executive will be responsible for delivering excellent customer experience by handling inquiries, resolving complaints, supporting operational processes, and providing user guidance and training where necessary. The role requires a customer-focused professional who can effectively support customers across multiple channels while also assisting with onboarding, product education, and basic training for users and internal staff.

Key Responsibilities
* Attend to customer inquiries, complaints, and requests through phone calls, emails, walk-ins, social media, and other communication channels.
* Provide timely and professional resolution to customer issues while maintaining high service standards.
* Escalate unresolved issues to the appropriate department and follow through to ensure closure.
* Maintain proper documentation of customer interactions, complaints, and resolutions.
* Support daily operational and administrative activities within the customer service unit.
* Educate customers on products, services, processes, or platform usage where applicable.
* Conduct onboarding and orientation sessions for new customers or users.
* Support training sessions for internal staff on customer service processes, tools, and service standards.
* Assist in preparing simple user guides, FAQs, and training materials when required.
* Monitor customer feedback and identify recurring issues or improvement opportunities.
* Ensure compliance with approved customer service procedures and operational guidelines.
* Support periodic customer engagement and service improvement initiatives.

Key Qualifications and Skills
* OND/HND/B.Sc. in any relevant discipline.
* 2–5 years of experience in customer service, customer support, helpdesk, or related roles.
* Experience in customer onboarding, training, or facilitation is an added advantage.
* Strong communication and interpersonal skills.
* Ability to handle customer complaints professionally and calmly.
* Good presentation and training skills.
* Proficiency in Microsoft Office tools and basic digital systems.
* Strong problem-solving and organizational skills.
* Ability to multitask and work effectively in a fast-paced environment.
* Customer-focused, responsive, detail-oriented, and collaborative attitude.

NB: All information will be treated with strictest confidentiality.